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            Information Technology Industry</div>
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            <strong>Teledirect.com.sg</strong></div>
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        <h1>Technical Helpdesk</h1>
<strong>The Client</strong><br />
The client is an international producer of storage devices for the PC market. It ran an in-house technical support team, covering 17 APAC countries including Korea. As call volumes were declining with customers being more self sufficient, leveraging the client's web-site, the cost of maintaining the in-house team had become prohibitively expensive.
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<strong>The Case</strong><br />
A tender was called by the client to select one vendor to support its APAC operations. The selection was based on cost per transaction and the lead time to implementation. Teledirect was short listed and selected for its capability and management experience, despite not being the lowest priced vendor. 
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<strong>The Strategy</strong><br />
Within one month, Teledirect recruited a brand new team for the helpdesk, and sent them for a 2-week training course by the client. Skills verifications were conducted and Teledirect's training methodology and strength in project management helped ensure all Customer Service Representatives (CSR) passed the minimum skills. 
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A local leased circuit was setup between Teledirect and the client to allow the CSRs to use the client's Customer Relation Management (CRM) system using Virtual Private Network (VPN). This helped the client to have real time customer contact information consolidated worldwide. 
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<strong>The Results</strong><br />
Teledirect launched the program within a 4-week period, including the 7-level voice menu system, taking in calls from 17 countries, running from 4.30am in the morning for the New Zealand market. Cost per transaction was reduced by more than 20%, compared to the cost of running the team by the client itself. 
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<strong>The Conclusion</strong><br />
Project management skills are paramount in an outsourcing project. A strong management team has more impact on improving customer satisfaction score, than a low cost operation. 
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<strong>Our Key Measurements of Success:</strong>
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<li>Cost per transaction</li>
<li>Abandon rate</li>
<li>Service level</li>
<li>Agent utilization rate</li>
<li>One call resolution</li>
<li>On time to response/to resolution</li>
<li>Average Backlog to response/to resolution</li>
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